Service Level Agreement

I. Service Channels: The User shall have access to the following Verifik service channels

1. CRM on Verifik.co

2. Email [e-mail]

3. Customer service Discord channel

II. Hours of Operation

The User will be able to access the support provided by Verifik, Monday through Friday (business days) from 8:00 AM to 5:00 PM UTC-5

III. Criticality levels

The requests or requirements raised by Users to the support team will be classified according to the impact they have on the User's operation, as follows:

Critical:	Total service unavailability.
Urgent:	Loss of specific functionality for all use cases.
Medium:	Loss of functionality in specific cases.
Normal:	Other requests or general inquiries that do not affect Service Availability.

IV. Support Response times

1. Definitions: Terms used in this section, shall have the following meanings:

i. Attention: The time elapsed between the request or requirement and
the assignment of a service agent.
ii. Review: The time elapsed between the agent's greeting and the first
response regarding the request or requirement.
iii. Escalation: The time elapsed between the agent's escalation and
the case review by the person to whom it was escalated. This time only
applies in events where it is necessary to escalate the user's
request or requirement.
iv. Resolution: The time elapsed between the agent's greeting and
the moment the case is resolved.

The response time varies according to the criticality of the requirement, as follows:

SEVERITY/TIME	ATTENTION	REVIEW	ESCALATION	RESOLUTION
Critical	0.5 hr	0.5 hr	15 mins	48 hrs
Urgent	0.5 hr	0.5 hr	15 mins	48 hrs
Medium	1 hr	1 hr	0.5 hr	96 hrs
Normal	1 hrs	1 hrs	0.5 hr	96 hrs

Note: 48 hrs mean that we take up to 48 hours to solve the incident depending on its complexity.

Response times will be counted from the last message sent by the user.

V. Platform Availability:

The Platform will be available at least:

• 90% of the time in terms of the smartCHECK solution, which depends on connections with Government Sources

• 98.5% of the time in terms of solutions that include Liveness Detection, such as: smartACCESS, smartENROL and smartLINK

VI. Unavailability of the Platform

Scheduled Maintenance times will be performed in the evenings and/or weekends, with prior communication via e-mail to the Users.

VII. Data Base Service Charging Scheme

The charging scheme applies to the product smartCHECK, which allows the consultation of government databases. Verifik is not the owner, manager, or responsible (it does not control or update) of government databases of the different countries that we offer; therefore Verifik reserves from offering guarantees regarding “Response Time”, “Average Up Time”, or “Data Accuracy”.

If the query returns a 200 or 404, it will be charged. Otherwise, if the query returns a 403, 409, 412, 422 or 500, it will not be charged.

Charge	Absent of Charge
200	403
404	409
	412
	422
	500

VIII. Compensation for Downtime

If the unavailability of the service is caused by Verifik's internal fortuitous cases (database, servers, API problems) and is not effectively solved by the company, then we will compensate the user as follows:

Services Availability Percentage	Credit Percentage
99.00% or greater	No Credit
96.00% to 99.00%	A credit equal to 1% of the total queries made during the impacted month to be provided in the form of either future free queries or a refund of the cost of such queries if there are no future queries planned.
92.99.0% to 95.99%	A credit equal to 2% of the queries for the impacted month to be provided in the form of either future free queries or a refund of the cost of such queries if there are no future queries planned
90.0% to 92.99%	A credit equal to 4% of the total queries made during the impacted month to be provided in the form of either future free queries or a refund of the cost of such queries if there are no future queries planned.
Less than 90.0%	A credit consisting of 8% of the total queries made during the impacted month to be provided in the form of either future free queries or a refund of the cost of such queries if there are no future queries planned.

Note: Internal fortuitous cases exclude problems rooted within government endpoints or databases, whether due to migration, disconnection, updates, external intervention or government unexpected actions. Verifik is an intermediary, therefore it does NOT have the power and/or control of the government databases offered in the platform.

IX. Adaptations or new developments

The times for the development of new adaptations, due to unexpected changes on the part of the User's systems that are integrated via API with the Platform, will be variable according to the changes required by the User and will not count as Downtime of the Platform.